Alicia W. Quinlan
Customer Service Trainer, Property casualty insurance
New Orleans, LA · (504) 555 0132 · name@example.com · linkedin.com/in/aliciawquinlan
Key Qualifications
EXPERIENCE
Nine years in insurance contact centers, four of them delivering new hire and refresher training
INDUSTRIES
Property and casualty insurance, claims intake, roadside assistance
SPECIALTIES
New hire classes, nesting support, call coaching, quality calibration
SYSTEMS
Genesys Cloud, Verint, Salesforce Service Cloud, Qualtrics, Articulate 360
CREDENTIALS
Certified Professional in Talent Development, Association for Talent Development
EDUCATION
Bachelor of Arts in communication studies, University of New Orleans
Executive Summary
Customer service trainer with nine years in property and casualty service centers, five of them on the phones before moving into training. Builds new hire classes and nesting plans that carry representatives to full production in six weeks rather than ten, and coaches supervisors on how to run a side by side session worth sitting through.
Signature Achievements
- Cut speed to proficiency for new representatives from ten weeks to six by rebuilding nesting around live call practice instead of lecture.
- Lifted first contact resolution among graduates of the redesigned class from sixty eight percent to seventy nine percent within two review cycles.
- Took ninety seconds out of average handle time on the claims intake queue through a call flow workshop delivered to all four teams.
- Wrote a call recording consent module covering Louisiana and the nine other states in the service footprint, closing a finding raised in an internal audit.
- Coached eleven supervisors through a weekly coaching cadence that raised quality monitoring scores on their teams by six points.
Professional Experience
Customer Service Trainer
Bayou State Mutual Insurance, Metairie, LA 2022 to present
Training for a four hundred seat claims and policy service center covering ten southern states.
- Deliver a five week new hire program covering policy systems, claims intake, empathy language and call recording consent rules.
- Run nesting for every graduating class, listening live and giving feedback between calls until quality scores hold above ninety percent.
- Rebuild refresher content each quarter from the monitoring themes the quality team flags.
Senior Customer Service Representative
Crescent Roadside Assistance, New Orleans, LA 2017 to 2022
Escalation queue for a roadside network answering ninety thousand member calls a month.
- Handled escalated member calls and mentored a pod of six representatives through their first ninety days.
- Wrote the towing dispatch quick reference guides the floor still opens during storm season.
- Held a personal quality monitoring average of ninety four percent across sixteen months.
Licensure and Certification
Certified Professional in Talent Development, awarded 2023
Louisiana property and casualty producer license, number 8841207
Education
Bachelor of Arts in communication studies, University of New Orleans, 2017
Core Skills
New hire facilitation · Nesting and ramp support · Call coaching · Quality calibration · Curriculum writing · Job aid design · Genesys Cloud · Verint monitoring · Adult learning methods · Knowledge checks · Consent and privacy training